Enroll Course: https://www.coursera.org/learn/customer-centricity-with-jagdish-sheth-course-4
In today’s rapidly evolving market, understanding and managing customer expectations is more crucial than ever. The course ‘Managing Customer Expectations’ taught by the esteemed Professor Jagdish Sheth offers invaluable insights into this complex subject. With his extensive experience and recognition as a 2020 Padma Bhushan Award winner for Literature and Education, Professor Sheth provides a unique perspective on how businesses can navigate the challenges posed by diverse customer expectations.
The course is structured into four parts, focusing on the importance of managing diverging customer expectations. In the first two parts, Professor Sheth emphasizes that simply exceeding customer expectations is not enough; businesses must also learn to shape these expectations. This involves a selective approach to both employee and customer recruitment. The idea of ‘firing’ customers who do not align with the company’s values or who are consistently unruly is a bold yet necessary strategy that many businesses, including airlines, have adopted.
The latter half of the course delves deeper into the parallels between human resource practices and customer management. Professor Sheth draws analogies between employee selectivity and customer selectivity, suggesting that the same principles of hiring, promoting, and retiring employees can be applied to managing customers. This innovative approach encourages businesses to think critically about their customer base and to focus on long-term customer lifetime value rather than short-term gains.
Overall, this course is a must for anyone involved in customer service, marketing, or business management. It challenges conventional wisdom and equips learners with practical strategies to effectively manage customer expectations in a diverse marketplace. I highly recommend this course to professionals looking to enhance their understanding of customer dynamics and improve their business strategies.
Whether you are a seasoned professional or just starting in the field, ‘Managing Customer Expectations’ offers valuable lessons that can be applied across various industries. Enroll today and take the first step towards mastering the art of customer expectation management!
Enroll Course: https://www.coursera.org/learn/customer-centricity-with-jagdish-sheth-course-4